Apr 30, 2019Full time
JOB TITLE: Reservation Officer MAJOR DUTIES AND RESPONSIBILITY: Being accountable to the Booking And Reservation Section Head Accommodate clients by reserving rooms to guests at the hotels and lodges. Make sure that the accommodation is comfortable for the clients with where they are staying. Provide the reservation services to clients being reliable, responsible, and dependable, and fulfilling obligations. Inform the hotels and lodges when clients are arriving so that their rooms will be available. Provide the reservation services to clients being sensitive to others’ needs and feelings and being understanding and helpful on the job. Observe, receive, and obtain information from all relevant sources. Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. Provide the reservation services to clients being pleasant with others on the job and displaying a good-natured, cooperative attitude. Provide the reservation services to clients maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behaviour, even in very difficult situations. Keep up-to-date technically and apply new knowledge to the job. Provide the reservation services to clients by accepting criticism and dealing calmly and effectively with high stress situations. Control the check-in process by sending a room list with occupant names to the hotels and lodges well before the start of the tour so they can allocate rooms. Maintain positive guest relations at all times. Monitor and maintain cleanliness, sanitation and organization of assigned work areas. Maintain complete knowledge at all times of all hotel features/services, hours of operation; all room types, numbers, layout, decor, appointments and location; all room rates, special packages and promotions; room availability status for any given day; and all hotel and departmental policies and procedures. Ensure that current information on rates, packages and promotions is available at the front desk and that all staffs are knowledgeable on such. Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently. Ensure that guests are greeted, checked in and allocated rooms promptly and courteously. Ensure that check-in procedures are strictly adhered to and that the correct address and charge out details are obtained from each guest. To be readily available at all times to deal with problems or complaints. Ensure that rooms have been serviced and maintained to the standards laid down by the company. Ensure that incoming and outgoing telephone calls are handled promptly and courteously. Ensure that reservations are taken correctly and courteously. Ensure that all charges are correctly entered on the guest's bill and that this is up to date at all times. Ensure effective and speedy check-out facilities. Carry out any other duties given by the immediate superior. QUALIFICATIONS: Education and Training: Diploma in Reservation or other related fields. 1 year experience Various training in reservation. Training programs that impart a broader knowledge of reservation policy and operations.